Do you live close to the border?

Have you manually selected your network to Koodo, so that your phone does not automatically connect to a nearby U.S. cellular tower? You will need to do this every time you restart your phone. 

Were you in canada when you incurred the roaming charges or travelling?

Hi @Andrew Spooner, if the charges are already reflected on your bill we can look into them for you here. 

Unfortunately we could not authenticate the account through the method you used to log in. Log out of the Community and when you log back in, please use the Self Serve account as shown in the picture below, thank you!